Notes

******First time out for delivery ********
Out for delivery is only visible on the Dispatch history and Tracking URL
Shipment outscan is also known as out for delivery
In this we have to share :
a) Actual dispatch date
b) We have to tell cx that order will get delivered to you before 9 PM
c) Courier partner's name
d) Sms we have to share and also we have to mention the courier boy number on the same sms from the suborder code
VOC-Where is my order
L1-Courier related issue
L2-Package is "out for delivery" but I didn't received it
Status-Close

********UD (Undelivered)*********
UD is only visible on the Dispatch history and Tracking URL.
If cx place the order and the order is out for delivery and due to any reason order is not delivered to cx then it is known as UD.
If the UD reason are Miscellaneous and shipper delay the we have mention the UD reason is Unknown courier issue.
In this we have to first prob with the cx and in probing we have to mention the UD reason and UD date.
Then there will be two response from the cx end :
1) If cx says yes that he have received the call- Then we have asked cx to share the conversation held between the cx and the courier boy.
2) If cx says no that he have not received the call- Then we have to take the feedback regarding the courier boy and also assure cx that he/she will not face the same issue again in future.
Then We have asked cx to share the :
a) Alternate mobile number
b) Alternate landmark
The we have to confirm the cx delivery address.
This three things we have to fill in the FNDR panel.
Then we have to tell cx that:
a) We have reschedule the cx order delivery
b) TAT of 24 hrs for the delivery reattempt
c) Courier partner name
VOC- Where is my order
L1-Courier related issue
L2-Status shows undelivered but delivery not attempted
Status- Open
Note- ""Once a UD always be a UD until and unless order get delivered or RTO""

********ODA (Out of delivery area)*********
It is also a UD.
In this we have to first prob with the cx and in probing we have to mention the UD reason and UD date.
Then there will be two response from the cx end :
1) If cx says yes that he have received the call- Then we have asked cx to share the conversation held between the cx and the courier boy.
2) If cx says no that he have not received the call- Then we have to take the feedback regarding the courier boy and also assure cx that he/she will not face the same issue again in future.
Then We have asked cx to share the :
a) TAT of 24-48 hrs for update regarding order status
b) Courier partner's name

*****OFD after UD*******
In this we have to share same things which we share in OFD case but the only difference is now is order is OFD after UD that means order was undelivered due to any reason and then again it is now for out for delivery. In this:
a) first we have to confirm the cx order's delivery address
b) We have to tell cx that order will get delivered to you before 9 PM
c) Courier partner's name
d) Sms we have to share and also we have to mention the courier boy number on the same sms from the suborder code.
VOC-Where is my order
L1-Courier related issue
L2-Status shows undelivered but delivery not attempted
Status- open

*******RTO*******
In this we have two scenarios:
A. Customer's order mode of payment cash on delivery
In that we have to do probing and in probing we have to mention the UD reason and UD date.
Then there will be two response from the cx end :
1) If cx says yes that he have received the call- Then we have asked cx to share the conversation held between the cx and the courier boy.
2) If cx says no that he have not received the call- Then we have to take the feedback regarding the courier boy and also assure cx that he/she will not face the same issue again in future.
Then we have to tell cx that the order is return to the seller and guide cx to place the new order.
VOC- Where is my order
L1- Courier related issue
L2 - RTOed order complaint
Status - close

B. When customer's order's mode of payment is prepaid
In this we need to share:
In that we have to do probing and in probing we have to mention the UD reason and UD date.
Then there will be two response from the cx end :
1) If cx says yes that he have received the call- Then we have asked cx to share the conversation held between the cx and the courier boy.
2) If cx says no that he have not received the call- Then we have to take the feedback regarding the courier boy and also assure cx that he/she will not face the same issue again in future.
Then we have to tell cx that the order is return to the seller and guide cx to place the new order.
3) We have to share TAT 24-48 hours for refund initiation and reflection TAT depend upon Mode of payment.

VOC- Where is my order
L1- Courier related issue
L2 - RTOed order complaint
Status - close